Making the decision to outsource your technical support operations requires careful planning and consideration. Your subscribers are the lifeline of your business and the care and service provided to them will have a direct impact on both customer loyalty and value.
Our operations provide targeted expertise that helps ensure that the quality of our service delivery matches that of our customers. We know your market and your subscribers. We are familiar with the billing processes, technical infrastructure and the vital importance of both identifying opportunities to upsell and delight your subscribers.
Quality Of Staff
Our recruiting strategy is strict, and we require vast experience, training and specialized skills from applicants seeking technical support positions. Most of our Technical Support Advisors have at least one technical certification (including A+, NET+, MS Master Certification, etc.). Some of our advisors possess multiple certifications. Some also have years of experience in the internet and technical support industry.
Continuous Training and Staff Development
Gateway CSI has designed in-depth training curriculum for our support staff. Our training and development processes are designed to assist support advisors in keeping their skills current and encourages ongoing growth and development. Our goal is to ensure that advisors representing your company are experts in the ISP field.
Multi-Skilled Advisors
Our advisors are trained to provide TOTAL solutions to your subscribers. When a customer has questions and inquiries in multiple areas, such as needing technical assistance and requiring billing information, our advisors are trained to resolve the inquiries, leaving your subscriber completely satisfied. In addition, our advisors recognize that often times it is in the callers best interest to give consideration to advanced products and services and when these instances occur, our advisors will educate your subscriber on the advantage of the product or service and make every reasonable attempt to end the call with a successful upsell.
At Gateway CSI, we don't consider ourselves an "outsource supplier" but rather an extension of your business team. Our goal is to exceed the expectations of your subscribers, retain them by consistently providing best in class support, and increasing the value of the subscriber to our customers.
Online Access to View Real Time and Historical Stats
We provide our ISP clients with access to view real-time and historical telephone stats to keep you informed of current call activity from your subscribers. Our clients have the ability at all times to see how many subscribers are calling, how many agents are handling the calls, the average speed of answer, even the telephone number of the subscriber calling. Our custom interface allows clients to generate custom historical reports with critical information including the number of calls received per hour, average talk time, average abandoned time, and even detail on all individual calls.
Customized Trouble Ticketing System
Gateway CSI utilizes a customized ticketing system to track every call handled. Our clients have the ability to view valuable ticket information, generate reports and even make changes to open tickets that have been escalated. We customize the system to include the information fields requested by our clients to provide the information they need, when the need it.
Call Recordings
Gateway CSI is dedicated to quality support service. We can provide our clients with recordings of the calls handled to identify training issues and ensure that our support advisors are handling all calls to your satisfaction.
